Product Support Manager, AI Agent Experience
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in product management, program management, consulting, or a client-facing role on a technical product.
- 4 years of experience in conversational AI design, prompt engineering, or designing evaluation sets for AI/ML models.
Preferred qualifications:
- Experience creating scalable frameworks or design patterns (systems-thinking).
- Experience translating complex user needs or business problems into clear, technical requirements for engineering teams.
- Ability to navigate ambiguity and drive projects and issues to a clear conclusion.
- Ability to design and run data-driven experiments (e.g., A/B testing) to drive product optimization.
- Excellent project and stakeholder management skills.
About the job
YouTube's user base is growing and changing, presenting unique tests and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Creator Success team provides seamless, brilliant support to our content creators around the world. Our goal is to ensure millions of creators and partners have easy access to comprehensive support when and where they need it a mission we are increasingly scaling through our AI agent and to allow our creators’ voices to help shape product solutions.
The Creator Success Operations organization is committed to providing exceptional support by building an AI experience. This relies on a team of thinkers who architect the AI's conversational abilities and shape the strategy for its development. Your work in this organization will directly impact our AI support strategy and contribute to a thriving creator experience and ecosystem. By translating complex support journeys into clear AI blueprints and leading our experimentation process from start to finish, you will be the key contributor shaping the quality and effectiveness of our AI for our community.
The AI Agent Product Support Manager (PSM) is the bridge between our global YouTube creator support and product teams, responsible for architecting the conversational abilities of our AI agent. PSMs leverage their specialized product knowledge and expertise in conversational design to create core AI support workflows, own the experimentation and quality validation process, partner with Product to address AI performance trends, and ensure support readiness for all new AI capabilities.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Establish and govern a standardized framework including evaluation sets, golden conversations, and workflow patterns to guide vertical PSMs in translating Support User Journeys (SUJs) into clear engineering requirements for the agent.
- Own the validation cycle for all new capabilities, overseeing prompt tuning, managing SUJ exit criteria, and activating vertical PSMs to certify journey-specific quality before launch.
- Manage support communications for critical AI model changes, experiments, and product issues impacting support teams.
- Support launch readiness for new AI capabilities and empower support teams with documentation, training, and product knowledge.
- Act as the creator support teams with Product. Coalesce and collect product feedback and insights on conversational performance and prompt effectiveness to ensure that creator needs are represented, quantified, and prioritized for Product Managers and Engineers.
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